Customer Services Associate - 1st Line
This is a , Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
💼 1st Line Customer Service Analyst
📍 Location: [Insert Location]
👩💻 Reporting to: Customer Service Team Leader
🙅♂️ Direct Reports: None
🎯 What You’ll Do
Join our dynamic team as a 1st Line Customer Service Analyst, where you’ll be the first point of contact for our customers, helping resolve general queries and performing initial investigations. You’ll collaborate with internal teams and external stakeholders to ensure seamless fault resolution and a top-notch customer experience.
✨ Key Responsibilities
- 📞 Answer incoming queries and provide support for our products.
- 📝 Create and assign tickets in the CRM system with all the necessary information for smooth resolutions.
- 🛠️ Take ownership of first-contact resolutions, conducting initial investigations with available resources.
- ⬆️ Escalate more complex issues to the 2nd Line Support team.
- 🏆 Achieve individual and team targets, including Net Promoter Scores and quality metrics.
- 📋 Prioritize tasks to meet customer SLA’s while contributing to user acceptance testing and knowledge base content.
- 🌟 Positively contribute to the team, embrace the IRIS values, and maintain a professional and friendly demeanor.
📚 What You’ll Bring
- ✅ Qualifications: GCSEs in Maths and English (Grade C or above); AAT Level 2 is a plus!
- 📈 Experience: Customer-facing telephone support (1+ years preferred) and familiarity with software support or relevant industries (HR/Payroll/Accountancy).
- 🖥️ Skills: Proficiency in Microsoft Office; Level 3 IT qualification is advantageous.
💡 Key Competencies
- Customer-focused mindset 🧑🤝🧑
- Strong teamwork and collaboration 🤝
- Problem-solving abilities 🔍
- Results-driven with a focus on quality ✅
- Excellent verbal and written communication ✍️
🚀 Why IRIS?
Be part of a supportive and innovative environment where your contributions are recognized, and your development is encouraged. Take ownership of your role, achieve your goals, and grow your career with us.
💌 Apply today and let’s make great things happen together!
About IRIS
As one of the UK’s largest privately held software companies, IRIS Software Group exists to simplify the lives of businesses, schools and organisations.
IRIS provides software solutions and services that substantially enhance operational compliance, efficiency and accuracy, empowering the users of our technology to look forward with certainty and confidence.
Over 4 million parents use our software to connect with their child’s school, 18% of UK employees are paid via an IRIS payroll solution, 50,000 SMEs use IRIS cloud bookkeeping and 21,000 firms rely on us for legislative compliance.
Our operational software is the invisible but essential beating heart of our customers’ businesses, supporting them in a range of objectives, from maintaining legislative compliance to boosting engagement with stakeholders and enhancing productivity.
It’s vital these mission-critical functions work first time, every time.
That’s why IRIS helps businesses run the tough stuff, stay compliant and get operational tasks done right first time, every time – so they can focus on productivity and growth.
IRIS is a company built on hiring the best people; our people are our greatest assets.
They enable us to be the innovative, market-leading, and high-performing company that we are today.
We’re delighted to be certified as a Great Place to Work and one of the UK’s Best Workplaces for Women.
These accolades confirm that our employees have a consistently positive experience at IRIS, with the certifications considering employee wellbeing, diversity and inclusion, trust in management, effective communication and recognition/reward.
IRIS is committed to engaging, rewarding and empowering our employees, and this is central to what we do.
This is why we work to create an environment where employees feel like they are part of a team.
Why work for IRIS?
The Benefits
Developing your career
We believe in creating a culture of engagement and reward to develop your potential and offer long-term career success. We do this by:
Supporting our managers to be great leaders, providing inspirational management resources and offering dedicated management development training.
Rewarding individual excellence through dedicated initiatives and Employee Awards for demonstrating our values.
Offering regular training and development programmes tailored to each employee’s development needs and providing a commitment to a ‘learning culture’ which shares knowledge, best practice and our long-standing expertise between employees.
We’re committed to a culture of continuous improvement and listen to our employees via regular feedback sessions and employee engagement surveys.
Our employees love the colleagues they work with. We promote a positive environment where our people feel comfortable, make friends and support each other.
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